Some orders not showing in Woocommerce orders dashboard

  • Resolved devsrocks

    (@devsrocks)


    2 years, 5 months ago

    Hey I wondered if someone could help me please. I’m having an issue with some orders not displaying via the Woocommerce orders dashboard? I’m getting the order notification email and if I click on the link via the email it will take me to the order details via the site. However it will not appear within the Orders tab?

    Any thoughts as I know this will cause problems for me.

    Many thanks ??

Viewing 15 replies - 1 through 15 (of 16 total)

  • Hi @devsrocks

    I understand that some (not all) orders are not displayed on the dashboard under WooCommerce > Orders page.

    To understand the problem better we need some info from you:

    1. Do those orders show up if you search them using the “Search orders” filter? If yes, let us know. If not, then please go to step 2.

    2. From the order notification email, retrieve the order number (it’ll be in the format #1234). From there, try to open the order page from:
    https://www.YOURSITE.com/wp-admin/post.php?post=1234&action=edit

    * Be sure to replace 1234 with the actual order number, and YOIRSITE with your actual domain name.

    Let us know if you’re able to access the order page when you try the above.

    In either case, please include a copy of your site’s System Status in your response, so we can take a closer look. You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”. Once you’ve done that, paste it here in your response.

    Thread Starter devsrocks

    (@devsrocks)

    Margaret S. woo-hc wrote:

    Hi Margaret and thanks for the quick and helpful reply. Please see my responses to your questions below…..

    1. Do those orders show up if you search them using the “Search orders” filter?

    No they don’t tested via email address search and name.

    2. From the order notification email, retrieve the order number (it’ll be in the format #1234). From there, try to open the order page from:
    https://www.YOURSITE.com/wp-admin/post.php?post=1234&action=edit

    The URL send me to the sites ‘Posts’ page. IE list of posts.

    Thread Starter devsrocks

    (@devsrocks)

    
### WordPress Environment ###

WordPress address (URL): https://www.hyperfresh.org
Site address (URL): https://www.hyperfresh.org
WC Version: 6.4.1
REST API Version: ? 6.4.1
WC Blocks Version: ? 7.2.2
Action Scheduler Version: ? 3.4.0
WC Admin Version: ? 3.3.2
Log Directory Writable: ?
WP Version: ? 5.9.3 - There is a newer version of WordPress available (6.0)
WP Multisite: –
WP Memory Limit: 1 GB
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External object cache: –

### Server Environment ###

Server Info: LiteSpeed
PHP Version: 7.4.30
PHP Post Max Size: 1 GB
PHP Time Limit: 300
PHP Max Input Vars: 8000
cURL Version: 7.71.0
OpenSSL/1.1.1d

SUHOSIN Installed: –
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### Database ###

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WC Database Prefix: wp_
Total Database Size: 13.57MB
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Database Index Size: 2.15MB
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### Post Type Counts ###

attachment: 203
br_product_tab: 1
br_tabs_location: 11
cookielawinfo: 6
custom_css: 2
inspire_invoice: 17
mc4wp-form: 1
nav_menu_item: 32
page: 66
popup: 3
popup_theme: 8
portfolio: 11
post: 8
product: 54
product_variation: 8
revision: 253
seedprod: 2
shop_coupon: 19
shop_order: 149
shop_order_refund: 2
shop_subscription: 3
wp_global_styles: 1
wpcf7_contact_form: 3

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AffiliateWP: by AffiliateWP – 2.9.3
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WooCommerce No Shipping Message: by dangoodman – 2.0.13
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WooCommerce All Products For Subscriptions: by WooCommerce – 3.2.2 (update to version 3.3.1 is available)
WooCommerce Mix and Match Products: by Kathy Darling – 1.12.0 (update to version 2.0.8 is available)
WooCommerce PDF Invoices & Packing Slips: by WP Overnight – 2.12.1
WooCommerce Shipping & Tax: by WooCommerce – 1.25.17 (update to version 1.26.1 is available)
WooCommerce Shipment Tracking: by WooCommerce – 1.7.0
WooCommerce Square: by WooCommerce – 3.0.2 (update to version 3.1.0 is available)
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### Inactive Plugins (23) ###

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ReCaptcha v2 for Contact Form 7: by IQComputing – 1.3.7
Site Announcements: by CodeWrangler
Inc. – 1.0.4

Soo Wishlist: by UIX Themes – 1.2.6
WooCommerce All Products For Subscriptions: by WooCommerce – 3.2.0 (update to version 3.3.1 is available)
WooCommerce Cart Add-Ons: by WooCommerce – 2.1.0
WooCommerce Cart Add-Ons: by WooCommerce – 2.1.0
WooCommerce Composite Products: by WooCommerce – 8.3.7 (update to version 8.5.0 is available)
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WooCommerce Order Delivery: by Themesquad – 2.0.1 (update to version 2.1.0 is available)
WooCommerce PayPal Payments: by WooCommerce – 1.3.2 (update to version 1.8.1 is available)
WooCommerce Product Add-ons: by WooCommerce – 4.9.0 (update to version 5.0.0 is available)
WooCommerce Product Bundles: by WooCommerce – 6.15.2 (update to version 6.15.5 is available)
WooCommerce Product Bundles: by WooCommerce – 6.14.0 (update to version 6.15.5 is available)
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WP File Manager: by mndpsingh287 – 7.1.2
XML Sitemaps: by Auctollo – 4.1.1

### Dropin Plugins (1) ###

advanced-cache.php: advanced-cache.php

### Must Use Plugins (1) ###

installatron_hide_status_test.php: by  –

### Settings ###

API Enabled: –
Force SSL: –
Currency: GBP (￡)
Currency Position: left
Thousand Separator: ,
Decimal Separator: .
Number of Decimals: 2
Taxonomies: Product Types: bundle (bundle)
composite (composite)
external (external)
grouped (grouped)
mix and match (mix-and-match)
pw gift card (pw-gift-card)
simple (simple)
subscription (subscription)
variable (variable)
variable subscription (variable-subscription)

Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)
exclude-from-search (exclude-from-search)
featured (featured)
outofstock (outofstock)
rated-1 (rated-1)
rated-2 (rated-2)
rated-3 (rated-3)
rated-4 (rated-4)
rated-5 (rated-5)

Connected to WooCommerce.com: ?

### WC Pages ###

Shop base: #7 - /shop/
Basket: #8 - /cart/
Checkout: #9 - /checkout/
My account: #10 - /my-account/
Terms and conditions: #2671 - /terms-conditions/

### Theme ###

Name: Sober
Version: 3.2.6
Author URL: https://uix.store
Child Theme: ? – If you are modifying WooCommerce on a parent theme that you did not build
personally we recommend using a child theme. See: How to create a child theme

WooCommerce Support: ?

### Templates ###

Overrides: sober/woocommerce/cart/cart-shipping.php
sober/woocommerce/cart/cart.php
sober/woocommerce/cart/mini-cart.php
sober/woocommerce/checkout/form-checkout.php
sober/woocommerce/checkout/form-coupon.php
sober/woocommerce/checkout/form-login.php
sober/woocommerce/checkout/review-order.php
sober/woocommerce/global/form-login.php
sober/woocommerce/global/quantity-input.php
sober/woocommerce/global/wrapper-end.php
sober/woocommerce/global/wrapper-start.php
sober/woocommerce/loop/price.php
sober/woocommerce/loop/result-count.php
sober/woocommerce/myaccount/dashboard.php
sober/woocommerce/myaccount/form-edit-account.php
sober/woocommerce/myaccount/form-login.php
sober/woocommerce/myaccount/my-address.php
sober/woocommerce/notices/error.php
sober/woocommerce/notices/success.php
sober/woocommerce/order/form-tracking.php
sober/woocommerce/single-product/add-to-cart/external.php
sober/woocommerce/single-product/add-to-cart/grouped.php
sober/woocommerce/single-product/add-to-cart/simple.php
sober/woocommerce/single-product/add-to-cart/variable.php
sober/woocommerce/single-product/add-to-cart/variation-add-to-cart-button.php
sober/woocommerce/single-product/product-image.php
sober/woocommerce/single-product/product-thumbnails.php
sober/woocommerce/single-product/related.php
sober/woocommerce/single-product/review-meta.php
sober/woocommerce/single-product/tabs/additional-information.php
sober/woocommerce/single-product/tabs/tabs.php
sober/woocommerce/single-product/up-sells.php
sober/woocommerce/single-product-reviews.php

### Subscriptions ###

WCS_DEBUG: ? No
Subscriptions Mode: ? Live
Subscriptions Live URL: https://www.hyperfresh.org
Subscription Statuses: wc-cancelled: 3
WooCommerce Account Connected: ? Yes
Active Product Key:  ? Yes
Custom Retry Rules: ? No
Custom Retry Rule Class: ? No
Custom Raw Retry Rule: ? No
Custom Retry Rule: ? No
Retries Migration Status: ? Completed
Report Cache Enabled: ? Yes
Cache Update Failures: ? 0 failure

### Store Setup ###

Country / State: United Kingdom (UK)

### Subscriptions by Payment Gateway ###

other: wc-cancelled: 3

### Payment Gateway Support ###

Square: products
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subscription_amount_changes
subscription_date_changes
multiple_subscriptions
subscription_payment_method_change_customer
subscription_payment_method_change_admin

### Mix and Match Products ###

Version: 2.0.5
Database Version: 1.12.0
Template Overrides: –

### All Products for WooCommerce Subscriptions ###

Template Overrides: –

### Action Scheduler ###

Complete: 1,755
Oldest: 2022-06-29 13:45:04 +0100
Newest: 2022-07-02 11:45:38 +0100

Pending: 7
Oldest: 2022-07-02 12:45:38 +0100
Newest: 2022-07-08 14:00:56 +0100

### Status report information ###

Generated at: 2022-07-02 11:47:44 +01:00
    Plugin Support Tamirat B. (a11n)

    (@tamirat22)

    Hello @devsrocks!

    Thanks for the follow-up message and for providing the status report!

    One thing that stands out for me from the status report is the version for your WordPress, WooCommerce, and MariaDB installations as shown below:

    WC Version: 6.4.1
    WP Version: ? 5.9.3
    MySQL Version: 5.5.5-10.3.35-MariaDB-log-cll-lve

    Please keep them updated to the latest or minimum versions as detailed out here: https://woocommerce.com/document/server-requirements/

    Please make sure to take proper backup measures as part of your updates as described here: https://woocommerce.com/document/how-to-update-woocommerce/

    Hope this helps! Let us know how it turns out!

    Thread Starter devsrocks

    (@devsrocks)

    Hi and thanks fo that, I will ensure things are updated. Is there a way that I can recover any missing invoices? Thank you!

    Hi @devsrocks,

    Since you can pull up the orders directly, we just need to find out what’s preventing them from displaying in the orders list.

    Sometimes orders go missing from the list when they have a custom status and that status is later removed from the site.

    Have you ever used any custom order statuses before? Let us know and we’ll go from there.

    Thanks!

    Thread Starter devsrocks

    (@devsrocks)

    Thanks for the help. No I’ve never used any custom status’s before. I recently changed my payment gateway from stripe to square. When orders are receive they are given the processing status. Some orders come through fine and others do not display on the site. All order emails are received. I’m in the process of updating everything so hopefully they will reappear when complete. Thanks

    Hi @devsrocks!

    Sounds like a plan!

    Kindly keep us informed if the issue persists after you make the updates. If it continues, please share a copy of any fatal error log found under WooCommerce > System Status > Logs (if available) to further check.

    Thanks!

    Thread Starter devsrocks

    (@devsrocks)

    Hi there I’ve just received another order and it appeared via the site under ‘processing’ I dispatched and marked as ‘complete’ and now it is not showing via the orders tab within the site? I’ve pasted site logs below…

    Many thanks.

    2022-06-04T16:30:10+00:00 CRITICAL Allowed memory size of 1073741824 bytes exhausted (tried to allocate 1052672 bytes) in /home/hyperfresh/public_html/wp-content/plugins/backupbuddy/classes/core.php on line 3952

    Hey @devsrocks,

    Thanks for checking on that. That error message is letting us know that WordPress ran out of memory while trying to run a process. In this case it looks like that was part of something related to the BackupBuddy plugin. Based on that, I don’t suspect this is related to the missing orders. Regardless, if you see this error multiple times, I recommend getting in touch with your web host to ask them to increase the memory available to the site.

    When you go to WooCommerce > Orders do you see the list of order statues at the top? If you click on Completed, do you see this order?

    Thanks

    Thread Starter devsrocks

    (@devsrocks)

    Hi there any thank you for the help. I have spoken to my host and had the memory increased on the site.

    I have also just double checked on what you have suggested and the missing orders do not show there either unfortunately.

    Is there anything else that you could suggest to try and resolve this?

    One think that I did notices after updating the site is the following new option to ‘recalculate all orders’ I’ve not seen this before and Im unsure if it will help or hinder more.

    see: hyperfresh.org/help.png

    Many thanks!

    Hey @devsrocks,

    Thanks for sending that screenshot. Let’s not do the recalculate orders option for now. It’s not a core WooCommerce feature and I’m not certain what it would do.

    Have you looked through all of the “completed” orders to verify that this order is not present? I’ve seen situations where the default sorting was not working as expected and that caused newer orders to appear elsewhere in the list.

    Thanks!

    Plugin Support Tamirat B. (a11n)

    (@tamirat22)

    Hello @devsrocks!

    Thanks for the the follow-up!

    Is there anything else that you could suggest to try and resolve this?

    One thing I haven’t seen recommended is running a conflict test to see if any of your theme(s) or active plugins are causing any issues.

    Could you please try running a full conflict test as laid out here and let us know if you see any difference?

    You can do the conflict test on a staging/test site. If your host doesn’t offer that option, we recommend WP Staging for quickly spinning up a new test site.

    Alternative to or in parallel to your conflict test, you could also install the Health Check & Troubleshooting plugin to check for errors, simulate a clean WordPress session, and share the findings with us.

    Hi @devsrocks

    I suspect that this could be a caching issue as well. From your system status I see there are caching plugins active and those might be preventing the list of orders from getting updated on the dashboard.

    LiteSpeed Cache: by LiteSpeed Technologies – 4.6

    I would recommend purging all cache from the plugin. Next, you’ll want to configure the plugin not to cache the cart, checkout, and My Account pages. Here’s a helpful guide: https://docs.woocommerce.com/document/configuring-caching-plugins/

    ### Dropin Plugins (1) ###
advanced-cache.php: advanced-cache.php

    Please contact your host and have them purge all cache from this plugin and disable it temporarily.

    You may also want to check if your host is doing any other caching and ask them to disable that as well.

    Also, you’ll want to clear your browser’s cache memory, and check if the issue persists. Here’s a guide: https://wordpress.com/support/browser-issues/#clearing-your-browser-cache

    Hope this leads to a resolution.

    Thread Starter devsrocks

    (@devsrocks)

    Hello guys and thanks for the helpful and continued support with this.

    Margaret, great suggestions and I have carried them out and had the server guys also assess. They have done the following…

    ==============================

    “I’ve not seen this issue before and we have a few clients on litespeed using Woocomerce.

    However I have cleared cache in the “LiteSpeed Cache” plugin > Toolbox > Purge > Empty Entire Cache

    I also whitelisted those URLs under Cache > Excludes.

    /cart
    /checkout
    /my-account
    If it is related to the caching, that should hopefully resolve your issue.`”

    ==============================

    The missing orders are still not showing via the woo orders dashboard. Do you expect them to reappear or will it likely not happen again going forward?

    @joseph thanks, I will move onto your suggestions next if the above did not resolve the issue. I’m slightly concerned with cloning the site and how I could safely place test orders to troubleshoot.

    One further thing that I have noticed that may or not be related is that I’m unable to update ‘WPBakery Page Builder’ via the site and receive the following error when trying..

    Updating Plugin: WPBakery Page Builder
Getting download link...

Malformed URL: "key"" is required

Return to Required Plugins Installer

    Many thanks!

Viewing 15 replies - 1 through 15 (of 16 total)
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